Partner Engagement
How do I know if I should add the Partner I engaged under "Open Activities"?
what is when they show on the Open Activities dropdown within Relationship Builder
I have to retrieve a cheque image, what system do I use
What is WebIR
You can obtain a copy of a cheque which has cleared an account or deposited into an account after 1 business day
If a customer is complaining about TD Business hours, you MUST flag your case as FCAC
What is False
Complaints regarding business hours are not considered FCAC
What do I do if I receive a customer complaint that has already been addressed by L2.
What is: Close the case as duplicate, place appropriate comments in the case comment section, reach out to the CCO that owned the case and have them contact the customer to reiterate the resolution and next step of escalation.
We do not address the same concern twice.
What are the 3 Authentication Methods used in CARES
What is:
One time password (OTP)
Phone Code
Manual (A&B questions)
What do I do if the Partner I engaged does not appear in the drop down under "Open Activities"?
What is: Add the partner that you have engaged in the case comment section.
Customer claims they received incorrect information from an EasyLine agent, what system do I use to confirm?
What is Verint.
Verint is used to retrieve calls from business within TD.
I have to send my customer a 56 day letter on the 56th day.
What is False
You will receive an email notification reminding you that your case has aged 45 days as we need to ensure the 56 day letter is received by the customer on or before the 56 day mark.
True or False
If I have an iCal for a case that I can easily resolve with the email resolution process, I do not need to make a call out to the customer.
What is False
The email resolution procedure cannot be utilized in these cases. You MUST make a call out to your customer at the scheduled iCal time.
If an inbound call is accidentally disconnected during/prior to authentication and you call the customer back, what type of authentication has to be compelted?
What is Regular inbound authentication steps must be followed.
How do I know if I should own a case that I received or if it should go to another CARES department?
What is: Refer to the Partner Interaction Model
Saved in the shared drive PATH:
O:\CPRCOE\Customer Care - Canadian Personal Banking\CCO SOPs and References\Partner-Product Support and Reference
Customer is requesting statements from an account that doesn't appear on their profile, what system do I use?
What is ATA
You can retrieve purged account information by using the ATA system.
My customer claims that they did not sign for a variable mortgage but I found the documents which means I don't have to flag my case as FCAC.
What is false.
Remember, you are flagging the case from the customers perspective. In this case, customer is claiming they did not consent to a variable mortgage, which would mean this case has to be flagged as FCAC
I called my customer to address their concern about their mortgage rate and then they raised a complaint about NSF fees. Can I address both concerns in 1 case?
What is no.
You will have to address the case regarding mortgage rates and then you will have to advise the customer you will be opening a new case for the NSF fees, obtain consent and delivery method of the acknowledgement letter.
You cannot address two complete different concerns within 1 RB case as your coding will not align correctly.
My customer is out of country and needs assistance and has a CTI only message but doesn't have a phone code or OTP and no immediate plans to return to the country. Who do I need to engage for an exception?
What is: Your GM
Exceptions to the below can be made in certain situations and should be discussed and approved by a Manager.
I have engaged a partner but they haven’t responded yet, do I have to wait for a response or can I close my case?
What is: No, you have to wait for the partner to respond.
True or False
My customer is requesting information on their e-transfer history. The best way to resolve their concern is to transfer their call to EasyLine.
What is FALSE
All CCOs have access to CertaPay and can view e-transfers that the customer has sent or received up to 18 months from the current date.
You will NOT auto fail File Quality if you forget to flag a case as FCAC if it falls within FCAC guidelines, you will simply get an FYI
What is False.
If your case is FCAC flaggable, you MUST flag it accordingly. Failure to do so will result in a File Quality auto fail
True or False
Even though I am providing my customer a resolution by email, I still have to fill out the Resolution Description on my RB case.
What is True
Although you are utilizing the email resolution process, the File Quality team as well as the FCAC team is still looking for a detailed Resolution Description as some investigation still goes in to deciding what resolution you are going to provide.
My customer picked up the phone and once I said I was from Customer Care, they just started to explain their situation. What happens if I didn't read the blue bold disclosure to my customer?
What is Auto Fail
Ensure you keep control or take back control of the conversation and read the blue bold disclosure right away!
True or False
If I have to engage multiple partners to obtain information for my case, I can send 1 partner engagement form to all of the partners in 1 email.
What is false.
If you have to engage multiple partners to obtain information for your case, you MUST prepare a partner engagement form for each partner and send them individually.
Do not send 1 partner engagement form to multiple partners in 1 email. Your ask of each partner will and should be different.
Engaging multiple partners on 1 email causes duplication of work and confusion as to who actually needs to action.
True or False
I have to use SPS TOPS to process a credit to a credit card.
What is FALSE.
If you have to credit a customers credit card, you would use PEGA.
Please make sure that you are taking a screen shot of the PEGA credit confirmation and attach it to your RB case
If the FCAC box under the Complaint description is ticked off, I still need to flag my case as FCAC under the Regulatory Information section in RB
What is True
The FCAC indicator is auto-generated based on the product and nature of concern selected.
Make your own determination of FCAC scope and flag accordingly in the Regulatory Information section on your RB case
I need to ensure I am not missing anything when it comes to file quality.
Where can I find the Relationship Builder Guide?
What is: in the share drive
PATH
O:\CPRCOE\Customer Care - Canadian Personal Banking\CCO SOPs and References\Relationship Builder
If you receive an Inbound call to your direct line from someone that you have previously spoken with in relation to an ongoing CARES issue, what authentication must be completed?
What is: Outbound Authentication